Emoji fails to trigger ticket creation in Atlassian Assist

Summary

Agents add the :ticket: emoji to Slack messages in their request channel and it doesn't auto-generate a new Jira Service Management request, but instead shows the option to "Raise request" after adding the emoji.

Cause

There are multiple causes for this:

• There are multiple request types configured for that request channel.

• There are fields that are Required (aside from the Summary field) for the request type associated with that request channel.

Solution

Ensure that only a single request type is associated with that request channel and that the request type being used only has the Summary field set as Required.